Technical Support Representative 1 (cebu) - onsiteDexcom

Job Description:
About Dexcom:
Dexcom, Inc. empowers people to take control of diabetes through innovative systems. Headquartered in San Diego, California, Dexcom has emerged as a leader of diabetes care technology. By listening to the needs of users, caregivers, and providers, Dexcom simplifies and improves diabetes management around the world.
Essential Duties and Responsibilities:
Serve as first point-of-contact for patients and medical professionals on all technical and service levels. Help with patient support issues either by performing step by step walk-thru or provide patient education. Coordinate with Quality Assurance to ensure customer satisfaction.
Take calls on patient inquiries and complaints. Respond to patient phone calls and emails with troubleshooting tips and specific instructions. Review and discuss data with patients. May require some training of patients over the phone on basic sensor application, transmitter pairing and display device setup.
Perform basic troubleshooting with Dexcom Apps (sharer and follower) which includes but not limited to registration, installation/setup etc.
Regularly checks company issued communications via email and implements it immediately if needed.
Categorizes the allegation or inquiry based on the specific code in our knowledge base and documents the service request. Responsible for overseeing the resolution either by performing troubleshooting, replacement and/or escalating the call accordingly.
Participate in new product training as required when new products are launched.
Comply with all elements of the Quality System, regulatory requirements, and patient confidentiality and privacy as outlined for the position.
This position assumes and performs other duties as assigned.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Able to work flexible hours on a rotating schedule including evenings, holidays and weekend. Overtime may be required.
Ability to work as a team player within a department as well as with other departments.
Good customer service skills.
Good verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.
Ability to retain detailed information.
Ability to solve problems.
Education:
High School Diploma / Certificate or equivalent
Experience:
Typically requires 1 -2 years of related experience
Travel:
0-24%
Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to speak effectively before groups of customers or employees of organization. Ability to read, analyze, and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.
Dexcom

Cebu
Permanent
Full-time